First Line Support Analyst

University Hospitals Coventry and Warwickshire (UHCW) NHS Trust; Coventry; On-site; GBP 21,000 - 28,000; Full time

Job summary

University Hospitals Coventry and Warwickshire NHS Trust is seeking a proactive First Line Service Desk Analyst to deliver high-quality IT support and exceptional customer service. The role requires rota participation to cover core hours, including extended/out-of-hours shifts, and training users on Trust systems and ICT skills.

Responsibilities include handling requests, incident management, and assisting in the rollout of new systems while maintaining documentation and service standards.

Qualifications

• Experience in first line service desk or IT helpdesk environments.
• Strong customer service focus with excellent communication skills.
• Willingness to work a rota including extended hours/out-of-hours.
• Ability to enable users through ICT skills and Trust systems.

Responsibilities

• Provide First Line technical support and customer service in a Service Desk environment.
• Log, triage and resolve service requests via telephone, email, forms and voicemails.
• Assist with configuration management, incident/change/problem management tasks.
• Enrol users on corporate systems and test functionality before release.
• Liaise with Second/Third Line teams and other ICT groups to resolve faults.
• Support implementation of new systems and ensure consistent service delivery.

Job description

Working within a dynamic team of highly skilled individuals in a Service Desk environment to provide First Line technical support and exceptional levels of Customer Service. Processing all enquiries to the Service Desk in an efficient and professional manner and ensuring that all users receive a seamless high-quality service. The First Line Support Analyst will be expected to participate in a rota to ensure the Service Desk’s core operating hours, including extending operating hours and out of hours are covered, and also train and support users in the use of Trust systems and ICT skills to enable them to be proficient in their job roles. The role is office based.

Please note that this role is not eligible for sponsorship.

Interviews are provisionally scheduled for 25th & 26th November, subject to availability.

Assist in the support of corporate computer systems covering routine housekeeping/ maintenance tasks, configuration management, incident management, change management and problem management. Enrol users on corporate systems, as directed, fully testing functionality prior to release.

Assist in problem determination and resolution on ICT equipment and services, liaising with Second Line/Third Line technical teams as well as other ICT teams and other internal and external parties as necessary to rectify such faults.

Provide First Line technical and user support for all Trust-wide systems and use remote support tools as appropriate to troubleshoot, resolve faults, and assist users with any queries.

Provide support for the implementation of all new systems ensuring a consistent standard of service delivery, First Line technical support, user support and training assistance.

Ensure all service requests (via telephone, voicemail, email, forms) are dealt with efficiently, logged in a timely manner with the appropriate category, priority and assignment, and annotated with a comprehensive description of the problem in accordance with the documented Service Desk procedures.

University Hospitals Coventry and Warwickshire NHS Trust, rated as good by the Care Quality Commission, is one of the largest teaching Trusts in the UK.

We are extremely proud of our employees across our hospital sites, with high quality patient care at the heart of everything we do.

Boasting some of the most modern facilities in Western Europe, the Trust is renowned for being at the forefront of research and innovation as part of its blossoming reputation as a worldwide leader in healthcare.

We are proud to be recognised as a Pathway to Excellence designated organisation. Pathway To Excellence - University Hospitals Coventry & Warwickshire (uhcw.nhs.uk)

By joining our exciting journey, you will form part of a passionate, talented team and will be able to access a wide range of learning and development opportunities. There has never been a better time to join our team.

The Trust is committed to building an organisation that makes full use of the talents, skills, experience, and different perspectives available in our diverse society. We want everyone to feel they are respected, valued, can achieve their potential and receive the most appropriate and relevant care. We will create an environment where the equality and human rights principles of fairness, respect, equality, dignity and autonomy are promoted and are part of the organisation's core values.

For further details / informal visits contact: Name: Debbie Neale Job title: ICT Service Desk Manager Email address: [e-mail] Telephone number: 02476968968